Large Regional Health Plan Reduced Claim Communications Volume and Costs with Episodic EOBs from Zelis

This health plan was sending communications at different frequencies and averaging 165,000 member communication touchpoints per month.

Zelis Case Study Results

A Deeper Look

Health Plan streamlined their communications process by integrating Episodic EOBs®.

The Challenge

Unnecessary and expensive claims communications cause member confusion

With an average of 165,000 touchpoints per month, the cost of postage was adding up quickly and members were confused by the many and sometimes redundant communications they were receiving. The health plan needed a solution to reduce volume and costs while maintaining member satisfaction.

The Solution

Implementing Episodic EOBs® reduced costs and improved member satisfaction

By consolidating their transactional claim communications with Episodic EOBs®, the health plan was able to successfully deliver the right message to their members without multiple touchpoints. With fewer communications and a clarity of the communication about their “episodes of care”, members better understand what they owe. By reducing the volume of their monthly packages, the health plan was able to cut postage costs by 42%.